At Hand Held Legend, we understand how frustrating it is to receive a product that's damaged or defective — especially when you're excited to start your mod project. While we thoroughly inspect our products before shipping, damage can occasionally occur during transit or a defect may slip through quality control. Here's our process for getting you taken care of.
Common Issues We See
Based on our experience, the most common damage and defect reports include:
- Ribbon cables cut or torn during shipping — The delicate ribbon cables on IPS kits can sometimes be damaged in transit
- Dead pixels or display defects — Rare but possible with LCD panels
- Cracked or scratched lenses — Usually from shipping impact
- Non-functional components — Items that don't work out of the box
What to Do When You Receive a Damaged Item
1. Document the Damage
Take clear photos of the damaged item as soon as you open the package. If the shipping box itself is damaged, photograph that too. This documentation is essential for processing your claim.
2. Don't Attempt to Use or Install the Damaged Part
We understand the temptation to try to make it work, but installing a damaged component can void our ability to replace it. If a ribbon cable is visibly torn or a screen has obvious defects, please don't attempt installation.
3. Contact Us Promptly
Email support@handheldlegend.com with:
- Your order number
- Clear photos of the damage or defect
- A brief description of the issue
We aim to respond within 1 business day.
What Happens Next?
Once we've reviewed your photos and confirmed the damage or defect, we'll typically offer one of the following resolutions:
- Replacement: We'll ship a new item to you at no charge
- Refund: If the item is out of stock or you prefer a refund, we'll process it to your original payment method
- Store credit: If you'd like to try a different product, we can issue store credit
Shipping Protection Claims
If you purchased Navidium Shipping Protection with your order, you can file a claim directly through our claims page. This covers damage, loss, and theft during shipping, and claims are typically resolved within a few business days.
Prevention Tips
While we can't control what happens during shipping, here are some tips to protect your investment:
- Add Shipping Protection at checkout for peace of mind
- Inspect packages immediately upon delivery and report any visible damage to the carrier
- Store components carefully — ribbon cables and screens should be kept flat and away from heat
We're Here to Help
Our goal is to make sure every customer has a great experience with Hand Held Legend. If you've received a damaged or defective product, please don't hesitate to reach out. We'll work with you to find the best solution. Visit our Contact Us page or email us directly at support@handheldlegend.com.
